Constructive Comment Scenarios
Bob, one of our managers, works very hard. He comes in early, stays late, eats lunch at his desk almost every day. It is his job to troubleshoot the most serious member complaints and Bob gets many letters praising him for being helpful and friendly. Whenever you ask him a question, he gives you the correct information on the spot. You always seem to catch him when he has some kind of deadline to meet, so he ends every phone call in a matter of seconds.
He doesn’t smile much except when he is around one of the other managers or someone on the executive team. You saw him in the supermarket one day and when you waved at him he ducked behind the bread rack. You have come to know a few of the people you work with but you know nothing about him—whether he has a family, what he does in his free time, etc.
Write a constructive comment that expresses how you feel about Bob when it comes to “providing friendly service to our internal members (co-workers).”
Gretchen is friendly to everybody, always smiling and helpful. The members love her. Her supervisor loves her. You have lunch with Gretchen almost every day. She seems to know a lot about everybody who works at the Credit Union. Every day you learn something new and personal about this one or that one. So do the rest of the members of your team who happen to be in the break room when Gretchen is at lunch or on her break. You’re pretty sure she likes you, but she doesn’t seem to like anybody else based on the things she says about them or the jokes she cracks when they’re not around.
Write a constructive comment that expresses how you feel about Gretchen when it comes to “treating team members with the highest standards of honesty, respect, and integrity.”
Carly has a great sense of humor and a winning smile. She never has a bad thing to say about anybody. She’s smart, too. She’s the only person so far to get 100% on the PEAK annual exam. Every time you ask her for information, Carly is always very sweet and polite when she suggests you ask someone else who is an expert on the subject of your question.
Write a constructive comment that expresses how you feel about Carly when it comes to “being knowledgeable regarding team members’ requests.”
Joni is a master at organization and details. Her cash transactions are always perfectly documented and she is almost never out of balance at the end of the day. She even knows the procedure for printing counter checks by heart. She doesn’t like to be interrupted in the middle of a project, though, because she might lose her place and make a mistake. When she finishes what she’s doing she’s sweet as pie to everybody she comes in contact with and always goes the extra mile when anyone asks for help.
Write a constructive comment that expresses how you feel about Joni when it comes to “responding and serving team members in a timely manner.”
Grace has been an FSR for a little less than a year. She receives mostly sevens on her Q-Loop scores and many members will wait for her to serve them when they come into the branch because she has such a great gift of gab.
You work in the Phone Center and handle more than an average number of calls from members Grace has served. Most of the calls are to make changes to the way their accounts have been set up. Sometimes they ask you to make a minor change to their address. Often their loan payment has been set up to transfer from savings instead of checking. Several check orders placed by Grace have been reprinted due to wrong style or incorrect driver’s license number.
The member always asks you not to say anything to Grace about something you have to correct because “she’s such a sweetheart!”
Write a constructive comment that expresses how you feel about Grace when it comes to “delivering accuracy in all of her work.”